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SMA for Service Manager - Deployment Guide

 

Gridpro AB

Rev: 1.1.6135 (System Center 2012) & 2.0.6135 (System Center 2016)

Published: November 2016


 

Prerequisites

Service Management Automation (SMA) for Service Manager makes it possible to integrate the Service Management Automation workflow engine with Microsoft System Center Service Manager™. The integration works similar as the out of the box integration between Orchestrator and Service Manager.

The software is installed on the Service Manager server that is configured to be the workflow server.

NOTE: The first Service Manager management server that is installed automatically becomes the workflow server.

Important: There are two separate builds of the SMA Connector available. One for Service Manager 2010/2012 and 2012 R2 and one for Service Manager 2016 (TP5 and above).

If you are installing or upgrading the SMA Connector on a Service Manager 2016 environment, please make sure you use a version of the connector that is higher than 2.0. If you are still on Service Manager 2012 or 2012 R2, please make sure you use an installer with a lower version number than 2.0.

If you have any questions, please contact support@gridprosoftware.com.

Server installation requirements

  • The server needs to be the System Center Service Manager workflow server

 

Installation

This section is a step-by-step instruction how to install the SMA for Service Manager software.

SMA for Service Manager

IMPORTANT: Login using a user account that is a member of the local server administrator group and has been assigned the SCSM Administrator role in Service Manager. Make sure that the media is being installed on a Service Manager server configured to be the workflow server.

Run SMA for Service Manager vX.X.XXXX.msi

Click Next

Read the End-User License Agreement carefully and if you accept the terms, check I accept the terms in the License Agreement, then click Next

Select the folder to install the files to. Click Next

Click Install

Note: If prompted by User Account Control, click Yes to continue the installation

Click Finish

Verify Installation

Open the Service Manager Console

Navigate to Administration Management Packs

Verify that the following three management packs are present:

  • Gridpro Connector SMA Core
  • Gridpro Connector SMA Library
  • Gridpro Connector SMA Configuration

 6.png

Close the Console

 

License Activation

The section below shows a step-by-step instruction how license activation is accomplished. It is the same procedure for evaluation activation and commercial registration. When performing a commercial activation any active evaluation licenses will be automatically removed and replaced by the commercial license.

License Activation Process

Launch the SMA License Activation Wizard from the start menu

Select I want to request a license file, then click Next

Specify Service Manager Server Name and License Key provided by Gridpro, then click Next

Click Copy and paste the information into a text file. Save the text file for later use. Then click Close

Send the text file saved earlier as an attachment together with your company name and license key to: support@gridprosoftware.com. You should expect to receive a response within 24 hours (during business days).

When you receive a response email containing a license file you can continue to next step.

Launch the SMA License Activation Wizard

NOTE: Be patient

Select I have a license file I want to activate, then click Next

Specify Service Manager Server name. Click Open License File and browse to the license file received from Gridpro, and click Open

Click Next

Click Close

Your license has now been activated and SMA for Service Manager is ready to be used.


 

Uninstallation

Uninstalling SMA for Service Manager should be done in multiple steps, starting with the actual software, then by removing any available SMA connectors and lastly by deleting the management packs.

Software

On the server that has SMA for Service Manager Installed.

Click Start – Control Panel

Click Uninstall a program

Right-click SMA For Service Manager and select Uninstall

Click Yes

Click Yes, on any User Access Control popup question

Uninstallation completed

Note: If prompted about reboot, perform a reboot once the uninstallation is completed

Connectors

On a server or client with Service Manager console installed.

Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console

Click Administration tab

Select Connectors

Select any connector that has Data Provider Name of Service Management Automation Runbook Connector

Select Delete in right-pane

 

Management Packs

On a server or client with Service Manager console installed.

Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console

Click Administration tab

Select Management Packs

In the center-pane, select Service Management Automation Configuration for Service Manager

Select Delete in the right-pane

 13.png Click Yes

In the center-pane, select Service Management Automation Library for Service Manager

Select Delete in the right-pane

14.png Click Yes

Management Packs uninstallation completed

In the center-pane, select Service Management Automation Core for Service Manager

Select Delete in the right-pane

15.png Click Yes

Management Packs uninstallation completed

 

Getting Started

The first step to getting started is to import the available Runbooks in SMA into the Service Manager Database. This is done by using a connector.

Open the Service Manager Console

Navigate to Administration  Connectors

Click Create Connector – Service Management Automation connector

Complete the wizard by following the instructions

Select the created connector

Click Synchronize Now and wait for the Runbook synchronization to finish

 

The second step is to create a template for a Runbook that can be used when creating activities for Service Requests or Incidents.

Open the Service Manager Console

Navigate to Library  SMA Runbooks

If the connector was successful, a number of Runbooks should be listed

Select any of the Runbooks

Click Create SMA Runbook Automation Activity Template

Select a Name for the template, which Management Pack the template should be saved to and click OK

In the General tab, check the Is Ready For Automation checkbox

Note: If the Is Ready For Automation checkbox is not checked no SMA Runbook will be started when the activity is set to “In Progress” until you check the checkbox.

Navigate to the Runbook tab

Map the Runbook paramaters that should be used to static values or to fields available on the activity

Note: SMA allows many different types on parameters, some which are not yet supported by SMA for Service Manager. Please see which types that are supported and under which scenario in Appendix A.

Click OK to save the template

 

Lastly the newly created activity template should be used in e.g. a Service Request.

Open the Service Manager Console

Navigate to Work Items  Service Request Fulfillments – Create Service Request from Template

Select any Service Request Template and click OK

Navigate to the Activities tab

Click the + icon to add a new activity

Select the previously created Runbook activity template and click OK

Configure the activity based on your requirements and click OK

Configure the Work Item based on your requirements and click OK to save the template

 

A more advanced scenario is to use the Request Offering feature in Service Manager to integrate the Service Catalogue to utilize SMA Runbooks.

Open the Service Manager Console

Navigate to Library  Templates

Click Create Template

Pick a name for the template and select Service Request as the class to use

Fill in information the template should contain

Navigate to Activities tab. Click the + icon to add a new activity

Pick the Runbook Activity Template created earlier and click OK

Navigate to Library  Service Catalog à Request Offerings

Click Create Request Offering

Give the Request Offering a name and pick the previously created Service Request Template

Click Next

Create the prompts which values you want to map to the SMA Runbook activity

Click Next

Configure the prompts according to business requirements

Click Next

Select the SMA Runbook activity from the Object list

Based on which properties the parameters of the SMA Runbook were bound to on the SMA Runbook activity (Text1, Text2 etc.), map the prompt output to these properties.

 

Example: If Runbook Parameter “UserName” was bound to Text1 on the SMA Runbook Activity, then map the corresponding prompt output to the Text1 property on the SMA Runbook Activity.  This will result in that the output prompt value will be used for parameter “UserName” when triggering the SMA Runbook.

 

Note: Because of limitation in the Service Manager API the properties on the SMA Runbook Activity cannot be filtered out based on if they have any Runbook Parameter bound to them (compare to the Orchestrator implementation). Therefore verify that you pick the correct property on the SMA Runbook Activity when you map your output prompt values.

Complete the wizard and press Create to create the Request Offering

When the Runbook activity status is changed to In Progress (also referred to as Active) a Runbook will be started in SMA with the configured parameter values. For more detailed log of the status of the Runbook please refer to the action log of the Runbook activity or the event log on the Service Manager server. It is also possible to view the status of the Runbook in WAP by clicking the View Most Recent Job task in the Runbook activity form.


Troubleshooting

Cannot find file or assembly “Gridpro.SMA.SCSM” errors

The reason for this error is usually that the assembly file is missing on the Service Manager Server. 

Navigate to the Service Manager installation folder (default: C:\Program Files\Microsoft System Center\Service Manager)

Verify that the file Gridpro.SMA.SCSM.dll is present in the folder

If the file is missing, navigate to the SMA for Service Manager installation folder (default: C:\Program Files\Gridpro\SMA for Service Manager)

Copy Gridpro.SMA.SCSM.dll to the Service Manager installation folder


Appendix A

Parameter mapping in Runbook activities

The SMA supports a large range of different type on parameters. Some of these are currently not supported by SMA for Service Manager in certain scenarios.

The following types are fully supported as Runbook parameters:

  • System.String
  • System.Boolean
  • System.DateTime
  • System.Decimal
  • System.Double
  • System.Int32
  • System.Guid

The following types are only partially supported and special consideration has to be made when mapping the parameters to properties on the Activity/Work Item.

  • Any array types (types that ends with []). Example: System.String[], String.Boolean[]
  • The System.Object type

 

Array types must be entered as JSON arrays to be able to be used in SMA.

Example: [“String1”, “String2”] for a System.String[] parameter. [“false”, “true”] for a System.Boolean[] parameter.

 

Object types must be entered as JSON objects to be able to be used in SMA.

Example: { “Firstname” : “John”, “Lastname” : “Doe” }.

 

Because of the format rules for parameters of array types or object types the possibility to bind these parameters to other properties on the Work Item/Activity is severely limited.

 

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